A service desk is an important business resource that provides infrastructure efficiency and increases end user satisfaction. A high quality, knowledgeable and responsive service desk will resolve incidents and service requests to keep things moving efficiently and smoothly. These desks assist business by increasing the quality of response and service, and improving the skills of service staff. This function is a valuable asset for many companies – here is how they work.
Why Have a Service Desk ?
The main function of IT service desks is to act as the single point of contact (SPOC) for monitoring and addressing user requests, questions and concerns. It establishes a communications channel between service management functions and the user community. Functions may include responding to service requests and incidents, managing software licenses, capturing change requests and administering third-party contracts.
These desks provides a service-focused and customer-centric method of delivering IT assistance to customers and end users. It guarantees that users receive professional help in a timely manner. Features include:
- Integrated knowledge base
- Automated ticket routing
- Comprehensive reporting and tracking
- Cloud-based “anytime access”
- SLA administration
- Intuitive and user-friendly dashboards
Is There a Benefit for Your Company?
A service desk enables companies to take advantage of technological innovations to increase productivity and promote usable, updated and secure 21st century workflows. IT service capabilities can benefit your organization ina number of ways, including:
- Lining up IT with business departments: Service desks encourage collaboration between IT and the rest of the company, assisting with resolution and prevention of breakdowns. The service desk creates, assigns, tracks and resolves incident tickets.
- Improving asset management procedures: Service desks operate as the central location for all communications, software and hardware. This facilitates easy information retrieval, configuration, maintenance and asset valuation.
- Supporting operational efficiency: An effective service desk operation provides rapid support response that inspires resolutions and remediation of user issues.
- Providing operational consistency: Service desks rely on consistent processes, tested solutions and issue prioritization. Being consistent permits the personnel on service desks to refine and update how to best resolve issues, which invariably results in improved service to end users.
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Service desks represent an later iteration of the traditional help desk, and their influence goes beyond answering support inquiries. They have the capability and function of a help desk, but also manages a wide spectrum of technology-related jobs and tasks, from guaranteeing compliance for SLAs to managing an entry-level ticket management service. The service desk, however, has a focus on end user needs and service delivery, which is not a true focus of the help desk.
While you may be thinking that you do not have the internal resources to set up a service desk, you do have a robust option. Managed service companies allow you to outsource the service desk’s function, utilizing a deep bench of expertise as your own personnel. Alliance IT provides IT, cloud and VoIP systems. We manage your IT operations, systems and network so that you can focus on your business. this allows your operation to be more efficient, faster and more secure.
Alliance IT offers a company culture that puts our customer first. Call today to learn more.
